Ch11 Exam Questions + Conflict Management, Resolution, And

Walker Supervision in the Hospitality Industry, 9th Edition

Test Bank and Answer Key

Chapter 11 Conflict Management, Resolution, and Prevention

True/ False Questions

1. According to Webster’s Dictionary, conflict is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble, or affliction.

2. Desires can be thought of as wants.

3. Conflict management is the application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner.

4. Anger, according to Webster’s Dictionary, is defined as discord, a state of disharmony, open or prolonged fighting, strife, or friction.

5. Compromise results most often when concerns for others is of high importance.

6. Feelings and emotions are a main cause of conflict.

7. Accommodation is the result of low concern for your own interests or the interest of your group.

8. Diversity is defined as a difference, variety, or unlikeness.

9. Violence in the workplace has become less problematic in recent years.

10. Needs are those things that we feel are vital to our well-being.

Multiple-Choice Questions

1. The first step in conflict management is:

a. determining the strategy.

b. analyzing.

c. reassessing the situation.

d. negotiation.

e. confrontation.

2. Which of the following results most often when concerns for others are of high importance?

a. Compromise

b. Collaboration

c. Competition

d. Accommodation

e. a and b

3. A voluntary and confidential process in which a neutral third-party facilitator trained in mediation techniques negotiates a mutually acceptable settlement is a:

a. mediation.

b. peer review.

c. third-party investigation.

d. arbitration.

e. independent inquiry.

4. What would be the last step in the ADR process?

a. Peer review

b. Mediation

c. Arbitration

d. Fact-finding

5. According to the text, the “root” of conflict is:

a. interdependency.

b. opposing values.

c. opposing beliefs.

d. lack of proper handling.

e. intercultural misunderstanding.

6. Discord, a state of disharmony, open or prolonged fighting, strife, or friction is:

a. anger.

b. conflict.

c. resentment.

d. raucous.

7. The main ingredients of conflict are:

a. feelings, values, perceptions, events, desires and beliefs.

b. values, power, situations, events, needs, feelings and perceptions.

c. perceptions.

d. Both a and c

e. desires, needs, perceptions, power, feelings, and values.

8. The steps in the conflict management process are:

a. Compromise, collaboration, competition, accommodation

b. Strategy, Analyze, negotiate, mediate, implement

c. Analyze, strategy, prenegotiate, negotiate, implement.

d. A and c.

9. The last step in the process of mediation is:

a. formalizing agreements.

b. implement.

c. developing options.

d. negotiation.

e. conclusion.

10. A neutral third party, from inside or outside the organization, confidently investigates complaints and proposes resolutions. This is (a):

a. fact-finding.

b. third-party investigation.

c. mediation.

d. peer review.

11. Deeply held beliefs are:

a. needs.

b. feelings.

c. desires.

d. values.

e. wants.

12. Which of the following restricts employers from making employment decisions based on arrest records, since doing so may unfairly discriminate against minority groups?

a. Employment Discriminatory Act
b. Americans with Disabilities Act
c. Occupational Safety Standard

d. Title VII of the Civil Rights Act

13. When both parties avoid conflict and neither party takes action to resolve it, this produces a lose/lose outcome known as:

a. avoidance.

b. collaboration.

c. competition.

d. accommodation.

e. compliance.

14. The first step in the mediation process is:

a. formalizing agreements.

b. framing issues.

c. developing options.

d. gathering information.

15. Employees have the opportunity to meet with managers to discuss issues. This is a(n):

a. open-door policy.

b. employees’ right to know policy.

c. mediation.

d. arbitration.

e. All of the above.

16. A panel of employees, or employees and managers, work together to resolve the employee complaints in a(n):

a. mediation.

b. third-party investigation.

c. peer review.

d. arbitration.

17. A neutral third-party person or team from outside the organization examines the facts of the complaint and presents them in a report. This is called a(n):

a. arbitration.

b. fact-finding.

c. third-party investigation.

d. peer review.

e. independent brainstorm.

18. The application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner is called:

a. conflict management.

b. fact-finding.

c. alternative dispute resolution.

d. behavior modification.

19. All too often the search for a resolution during a conflict is a hasty one. When we rush, we rush others into an agreement. This is called:

a. insurrection.

b. brainstorming.

c. behavior modification.

d. groupthink.

e. satisficing.

20. Which of the following results when there is a high concern for one’s own interest or one’s own group?

a. Accommodation

b. Avoidance

c. Compromise

d. Competition

1. The things that we feel are vital to our well-being are known as:
   1. desires.
   2. needs.
   3. feelings.
   4. wants.
   5. values.
2. and are the main cause of conflict.
   1. Morals, values
   2. Needs, desires
   3. Anger, frustration
   4. Feelings, emotions
   5. Perceptions, personalities
3. Which of the following is not a common cause of conflict in the workplace?
   1. Lack of communication
   2. Overworked employees
   3. Poor management/leadership
   4. Inability to perform job functions
   5. Stress
4. Which of the following is not one of the steps of conflict management?
   1. Determine the type of strategy that will be used to resolve the conflict
   2. Start pre-negotiations
   3. Begin negotiation stage
   4. Implement the negotiations made
   5. Analyze the negotiations
5. Which of the following is not one of the guiding principles for handling conflict?
   1. Preserve dignity and respect
   2. Find common ground by forcing change
   3. Honor diversity, without including your own perspective
   4. All of the above.
   5. Both b and c
6. What does ADR stand for?
   1. Average daily rate
   2. Alternate dispute resolution
   3. Alternative dispute resolution
   4. Advanced detail report
   5. Average daily revenue
7. Which of the following is true regarding the stages of “crisis reactions” after a violent incident?
   1. The “reconciliation” stage occurs when the employee tries to make sense out of the event, understand its impact, and reach closure of the event.
   2. The “impact” stage is the third stage in the process.
   3. The second stage involves a variety of intense emotion.
   4. Both a and c
   5. All of the above.
8. Which of the following is false regarding conflict prevention?
   1. As a manager, you should pay close attention to your employees.
   2. You can prevent conflict by listening actively.
   3. Try not to display a sense of humor.
   4. Conflict is bound to arise in any atmosphere that requires interdependency between people at work.
   5. Both c and d
9. Which of the following is false regarding conflict?
   1. Not all conflict is bad.
   2. Conflict arises when one individual has an opposing viewpoint on a subject.
   3. Most conflicts are fueled because one’s interests or values are challenged.
   4. Conflicts are bound to arise when needs are ignored.
   5. None of the above.
10. To is to give variety to something; to engage in varied operations; to distribute over a wide range of types or classes.
    1. diversity
    2. variegate
    3. diversify
    4. distribute
    5. None of the above.